AccountId: 011433970860
ContactId: 02dce4c9-89d4-4803-8ba2-3625e184e3ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143660 ms
Total Talk Time (AGENT): 63769 ms
Total Talk Time (CUSTOMER): 44708 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/02dce4c9-89d4-4803-8ba2-3625e184e3ff_20250605T12:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm trying to just verify active um APO insurance for this for this patient I have.
[AGENT][POSITIVE] OK, I'm happy to check on benefits. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 246-2540.
[AGENT][NEUTRAL] Alright, thank you. And then for documentation, can I get your name and a callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII], first and my last name is [PII], and the best callback number is going to be.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. I appreciate that. And then patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, so member does have an active plan with us. It looks like it is a different policy number. Do you need to take that down?
[CUSTOMER][NEUTRAL] Um, sure. What is the policy number?
[AGENT][NEUTRAL] The active one is 0259.
[AGENT][NEUTRAL] 7668.
[AGENT][NEUTRAL] And the effective date is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] And there's no like set amount like for the year?
[AGENT][NEUTRAL] Uh, is it for outpatient or inpatient, do you know?
[CUSTOMER][NEUTRAL] Outpatient.
[AGENT][NEUTRAL] OK, so they do have an outpatient benefit max for the calendar year which is $4000.
[AGENT][NEUTRAL] Let me see if they've used anything.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Doesn't look like they've used anything thus far.
[CUSTOMER][POSITIVE] Perfect, that was all the information I needed thank you so much.
[AGENT][POSITIVE] You're welcome have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.